Viewing Knowledge Base Entries

Viewing Knowledge Base Entries from Incidents

If a knowledge base ID is already included in a incident, click the View button to view it on the Knowledge Base form.

When you are viewing an entry, you can click Copy to copy the current record information to your system's clipboard for pasting to another application.

The top of the screen indicates when and who created the entry, and when and who updated it last.

Searching for Knowledge Base  Entries

To search for a knowledge base entry from the Incidents or Incident Queue Console forms, click Knowledge Base Search. This displays the Knowledge Base Query form, where you can search and filter for specific information in the Knowledge Base.

You can also use the Knowledge Base Keyword Search form to  find specific knowledge base information by specifying key words:

1. In the Search field, select Any of these words, All of these words, or Exact phrase.
2. To further refine the search, select which areas of the knowledge base to include: Keywords, Summary, Description, and Resolution.
3. In the Category fields, select a general and then a more specific category, if appropriate.
4. Refine the search by specifying the user who created or updated the entry, if you know that information.
5. Type the text to search for, and click Search.
6. Any matching entries display in the grid.  Select an entry and click View to see the full entry displayed in the Knowledge Base form.

Related Topics

Adding and Updating Knowledge Base Entries